Extra Care Support

We understand that bills aren’t always the first thing on your mind but if you’re worried about your finances, we want you to know you can talk to us about it.

 

In the last year we’ve helped over 320,000 customers stay on top of their bills. Our specially-trained team can help find a way forward, with a personalised plan made just for you. We can make sure you're on the right tariff, look at payment plans and point you towards other help and benefits to increase your household income. 


The easiest way to get started is by completing our Extra Care Assessment online. Or you can speak to our Extra Care Support team on 0800 169 3630.

 

Whichever way you choose, we’ll ask you a few simple questions about your situation and make a recommendation for how we can help. It’s all part of our WaterCare service.

 

How Extra Care Support can help you

Here’s a few examples of how we can help: 


Maximise your income and benefits 
As part of our Extra Care Assessment, we’ll check for ways to maximise your income by advising what benefits your household may be entitled to. We’ll also let you know about any additional support you may be entitled to such as the Warm Home Discount Scheme. 


We’d recommend seeing what other government support you might be able to get. There’s information and advice on how to increase your income, as well as support for bills, housing and childcare costs online here.

 

Get discounts of up to 50%

If you pay measured charges through a water meter, we have a range of different tariffs available including WaterSure and AquaCare Plus. And with our LITE or Extra LITE tariffs, you could get a discount of up to 50% on your water and sewerage charges, depending on your situation.

 

Could you save money with a meter? 

Most customers save on average £150 per year by switching to a water meter. Our risk-free switchback guarantee means you can go back to unmeasured charges up to two years after having a meter fitted if you’re not better off. Find out more here or call 03457 919 155 to book your free appointment.  

Flexible payments plans to suit you 
We offer payment plans that flex around you. Make weekly, fortnightly or monthly payments, plus you can pay your bill automatically by Direct Debit or choose from a range of other ways to pay.

 

Payment breaks 
We offer payment breaks to give you a little breathing space while you get help with your finances.  

 

Pay direct from your benefits with Water Direct

If you’re currently getting benefits such as Income Support, Job Seekers Allowance, Pension Credit, Employment Support Allowance or Universal Credit the Benefits Office can arrange for you to make payments directly from your benefits towards your water bill. These would cover your ongoing charges plus any outstanding amount on your account including any County Court Claims.

Looking for independent advice?

We’d always like you to think you can talk to us, but we understand you also might want to find help elsewhere. The following organisations offer free, independent and confidential advice.

Independent organisations

Reach:Out – Here to Help 
We’ve partnered with Reach:Out, a specialist organisation with a simple aim to help people find a pathway through whatever financial challenge they might be facing.

 

Reach:Out isn’t a debt collection agency and won’t ask you for payments. Their empathetic, friendly and helpful team (they call Pathfinders) can look at your individual circumstances to help you get free support that could make a big difference.

 

Sometimes we may ask Reach:Out to contact our customers for free to see if they can help. If you’ve not been contacted by Reach:Out and need help, please contact us or one of the organisations above for help. 


If you need practical support 
We understand it’s important that you can access our services in a way that best suits you. If you or someone you know needs practical support, our free Priority Services Register can help. We’re already helping over 250,000 customers in this way.

 

We can help a range of people, from those with sight, hearing or mobility difficulties, to parents with babies under 12 months old. And we offer a wide range of support, from prioritising your needs if you water stops, reading your meter for you (if you find this difficult), or sending out bills in other formats. Find out more and sign up quickly and easily here.